Conducting a Job Seeker Snapshot interview 001-02050020

All staff who register customers as job seekers, view or update the Job Seeker Snapshot must be registered in the ESSWeb 2.0 system before running the workflow in Process Direct. To register, follow the process outlined in the Registering access to ESSWEB 2.0 taskcard on the Resources page.

A Job Seeker Snapshot can be conducted in person or over the phone with a job seeker.

The Job Seeker Snapshot is a core component to the Participation Interview, which must be completed for all job seeker new claims. In some cases, JobSeeker Payment (JSP) and Youth Allowance (YA) (Other) job seekers will have completed the Job Seeker Snapshot online prior to the Participation Interview.

Staff should also complete the Job Seeker Snapshot via the Start job seeker registration button at any time after grant of payment, if the customer has had a change in circumstances that could impact their ability to look for or accept employment.

Correspondence nominees:

• can submit an online claim on behalf of the customer
• cannot complete the Jobseeker Snapshot on behalf of the customer
• can attend the interview with the customer. For more information, see Obligations of nominees

In exceptional circumstances, a customer may not be able to complete the snapshot. This could be due to a speech impediment or other medical incapacity. In these cases, use discretion to allow the nominee to complete the snapshot on the customer's behalf.

Note: if the contact is from a correspondence nominee, record in a DOC that the Job Seeker Snapshot was completed with the correspondence nominee.

If access to Process Direct is unavailable whilst servicing a job seeker offsite, the Job Seeker Snapshot Off-line form should be completed. When back onsite:

• Enter the responses into Process Direct
• Scan the Off-line form to the job seekers record. Use the UNS003 Reclassification page for Employer supporting documents (see Resources page for a link)

Is this in relation to a job seeker new claim?

• Yes, go to Step 3
• No, go to Step 4

If this is a job seeker's initial contact and an online claim service offer has been declined, firstly conduct an Assisted Customer Claim (ACC) with the job seeker.

The Participation Interview must be run through the claim transaction to code a RapidConnect determination. This includes where the claim has already been granted and the customer's status is CZR.

In Process Direct, locate the claim:

• access the claim submission DOC, and
• view the claim ID on the Document List (DL) screen

To access the claim:

• select the Transactions icon, then select All Transactions
• locate the claim and select the ID number to enter the claim

For customers who submitted an online claim or a Service Officer has completed the Assisted Customer Claim (ACC) workflow, once in the claim:

• select > Participation Interview to display the Job seeker registration & provider referral information screen
• select Start job seeker registration

If the job seeker has already completed the Snapshot online since submitting their online claim, the workflow will bypass the Job Seeker Registration and Job Seeker Snapshot screens and go straight to the Results screen, see Table 2, Step 1. The Snapshot can be re-done, or the results from the online Snapshot accepted here.

For more information specifically about running the Job Seeker Snapshot within the Participation interview workflow, see Participation Interview.

When the Job Seeker Snapshot launches, sign in to Workforce Australia Online for Providers. Note: this will display each time ESSWeb 2.0 is accessed.

• Select Sign in on the Workforce Australia Online for Providers landing page
• Select VANGuard from the authorisation page
• On the Authentication Service page:
• Key 'Services Australia' and select it when it appears in the drop down box
• Select Continue

If an error displays when accessing ESSWeb 2.0, go to Step 8.

If the responses cannot be sent because the link to the Department of Employment and Workplace Relations system is unavailable, conduct the Job Seeker Snapshot using the Job Seeker Snapshot off-line form.

• Scan the Job Seeker Snapshot off-line form to the job seekers Centrelink record using the UNS003 Reclassification page for Employer supporting documents (see Resources page for a link)
• Create a Note confirming the Job Seeker Snapshot off-line form was utilised to conduct the Job Seeker Snapshot.

Is the Job Seeker Snapshot workflow available from the Participation Interview screen?

• Yes, go to Step 6
• No, go to Step 5

Process Direct:

For customers currently receiving a payment (e.g. customer has had a change in circumstances or requires a new Job Seeker Snapshot):

• Select Customer Summary from the Process Direct Landing page
• Enter the customer's CRN, select Go
• In the customer's record select > Participation Summary to display the Job seeker registration & provider referral information
• Select Start job seeker registration, then answer Yes to 'Do you wish to conduct a Job Seeker Snapshot for this customer?'

When the Job Seeker Snapshot launches, sign in to Workforce Australia Online for Providers. Note: this will display each time ESSWeb 2.0 is accessed.

• Select Sign in on the Workforce Australia Online for Providers landing page
• Select VANGuard from the authorisation page
• On the Authentication Service page:
• Key 'Services Australia' and select it when it appears in the drop down box
• Select Continue

If an error displays when accessing ESSWeb 2.0, go to Step 8.

If the responses cannot be sent because the link to the Department of Employment and Workplace Relations system is unavailable, conduct the Job Seeker Snapshot using the Job Seeker Snapshot Off-line form.

• Scan the Job Seeker Snapshot Off-line form to the job seekers Centrelink record using the UNS003 Reclassification page for Employer supporting documents (see Resources for a link)
• Create a Note confirming the Job Seeker Snapshot off-line form was utilised to conduct the Job Seeker Snapshot.

Is the Job Seeker Snapshot workflow available from the Participation Summary screen?

• Yes, go to Step 6
• No, go to Step 5

Conduct the Job Seeker Snapshot using the Job Seeker Snapshot off-line form and record the responses into the Participation Summary when it becomes available.

Bring to the job seeker's attention the purpose of the interview on the front of the Job Seeker Snapshot off-line form and the Privacy Statement on the last page, which explains the job seeker's privacy rights.

Ensure the job seeker understands the purpose of the interview.

Check the form to ensure all questions have been answered correctly, and signed by the job seeker.

When the Job Seeker Snapshot becomes available:

• Enter the job seekers responses to the Job Seeker Snapshot Off-line form into Process Direct
• For new claims select Participation Interview > Job seeker registration & provider referral information > Start job seeker registration
• For change of circumstances select Participation Summary > Job seeker registration & provider referral information > Start job seeker registration
• At the How are you conducting this job seeker snapshot? question, select Face to Face

Procedure ends here.

Service Officers must:

• answer the initial questions on how and where the interview is being conducted
• If the location is not displayed in the list of available options, leave it as the system default of Tuggeranong (ACT)
• If the Job Seeker Snapshot Off-line form has been used, at the How are you conducting this job seeker snapshot? question, select Face to Face
• provide the introductory privacy statement
• read the introductory privacy information word for word on the Privacy screen to the job seeker, or
• use the Job Seeker Snapshot Privacy Automated Message available in Services Australia Workspace. Access this automated message via Services Australia Workspace > Automated Messages > CLK_Jobseeker_Snapshot_Privacy

Ensure the job seeker understands:

• the reason for the interview, for example if the Job Seeker Snapshot is being run at the request of a Workforce Australia provider (where applicable)
• some of the questions are voluntary
• they must provide accurate information or answers that best represent their circumstances
• accurate information will assist Services Australia to determine the appropriate level of assistance. Service Officers should actively encourage the disclosure of information while undertaking the Job Seeker Snapshot interview

Underlying the Job Seeker Snapshot questions are a group of factors that indicate the job seekers ability to find work.

This will be determined from the answers to the Job Seeker Snapshot questions. If the following are identified during the interview they must be reflected in the answers:

• Any personal behaviours or characteristics which may be barriers to the job seeker finding employment
• The job seeker's ability to speak and understand English and their ability to read and write English. This can be assessed through their verbal and written responses

Tell the job seeker that Specialist Officers may assist in clarifying their specific needs. If needed, this will be an additional interview and the requirements will be discussed at the end of the Job Seeker Snapshot interview.

Proceed through the Job Seeker Snapshot by asking the questions on each screen and recording the appropriate responses.

Responses to some questions in the JobSeeker Payment claim will be used to pre-populate similar questions in the Job Seeker Snapshot. The job seeker should have the opportunity to review the responses and make changes where required.

The Service Officer must not make any assumptions about a person's background or capabilities.

Every question must be asked. Select Continue to go to the next screen of questions. A prompt is given at the end if any question is missed. The screens are set up in the following order:

• Education and experience
• Internet skills
• Ability to work
• Your background
• Personal circumstances
• Review and submit
• Results

The order may vary within the constraints of these question groupings.

To respond to any queries the job seeker may have about a question, select the information bubble or question mark icon to view information in relation to the question.

If the error 'You do not have sufficient access to sign in' shows when trying to complete the Job Seeker Snapshot:

• Register for access to ESSWEB 2.0
• If the error message continues, send an email to Participation Programmes Mailbox with a title - JOB SEEKER SNAPSHOT ACCESS ERROR. Include the following:
• details about what was being attempted when the error occurred
• a screenshot of the eSAM My Details page including the staff members ESS User ID. (Sign In > Choose your organisation > My Details page)
• a screenshot of the Who Am I page (link at the bottom of the My Details page)

The result of the Job Seeker Snapshot will be shown based on the responses during the interview and will determine if any further referrals are required.

The possible Job Seeker Snapshot results are:

• Employment Services Assessment (ESAt), or
• Employment Services

If the result is:

• ESAt, go to Step 2
• Employment Provider Services, go to Step 5

Service Officers can make changes to the Job Seeker Snapshot referral recommendation(s). This also applies to cases where the job seeker completed the Job Seeker Snapshot online.

If the result is ESAt, the Service Officer can decide not to make a referral or decide to reapply an existing ESAt or Job Capacity Assessment (JCA) that is still current and valid. Alternatively, if an ESAt was not triggered, the Service Officer can flag the job seeker requires further assessment, and a referral for an ESAt.

In each case, if the Service Officer decides to refer or not refer, a reason must be selected from the available options and additional details provided.

See Actioning a pending Job Seeker Snapshot initiated Employment Services Assessment (ESAt) activity.

If a current ESAt/JCA assessment:

• exists for the job seeker, go to Step 3
• does not exist, go to Step 4

If the job seeker already has a current and valid assessment of the customer's work capacity, the Results screen will indicate a current ESAt/JCA assessment exists for the job seeker. The assessment can be viewed by selecting the view current ESAt field on the Results screen. For assistance to assess if a new ESAt referral is required, refer to decision making and information gathering.

Does the job seeker require a new ESAt?

• Yes, select Yes. The result of the Job Seeker Snapshot is now pending with a status PEND, go to Step 6
• No, the current ESAt/JCA will be reapplied and the Job Seeker Snapshot status will be made active, go to Step 6

Depending on the answers the customer provides in the Job Seeker Snapshot, an ESAt may be required, see Job Seeker Snapshot Initiated Employment Services Assessment (ESAt) flags.

Note: the Resources page has screenshots of correct answers for requesting an ESAt.

ESAt is not required

• Based on the Job Seeker Snapshot responses in this interview, do you want to refer this job seeker to ESAt? field, select No
• Reason for not referring to ESAt field, select the appropriate option
• Enter any additional information relating to the referral
• Go to Step 5

ESAt is required

• ESAt has been recommended, the appointment will be booked for the job seeker by a specialist team outside of the Participation Interview
• In the Job Seeker Snapshot, on the ESAt confirmation screen, under ESAt requested action select Request New ESAt for the question 'Select whether you are requesting a new ESAt or JCA'
• Once the Snapshot has been finalised, in Process Direct, select:
• Yes to the question 'Based on Job Seeker Snapshot responses in this interview, do you think this job seeker may require an ESAt/JCA? (Note: if Service Officer overrides the recommended referral above, they must provide a reason).' and
• No to the question 'Do you wish to book an ESAt appointment for the customer now?', with
• No suitable appointments available or Customer gathering medical evidence (if they have not already supplied) to the question 'Reason for not booking the ESAt appointment?'
• If the ESAt is required due to medical reasons and medical evidence is yet to be provided, discuss the requirement to be provided within 14 days of the Job Seeker Snapshot being completed (for example Verification of Medical Conditions form (SU684). An ESAt appointment will be booked for the job seeker by a specialist team once provided if appropriate. See Employment Services Assessment (ESAt) overview)
• Go to Step 6

Select Continue if either of the following messages are displayed on the Results screen:

• This job seeker is currently connected with a provider
• Job seeker is deferred from referral to a provider pending completion of an existing program or assessment

Go to Step 6.

If the job seeker is not already connected with an employment provider, an appointment is required. Select Book Provider Appointment to book the job seeker an appointment. Once completed, the details of the appointment and the instructions for the job seeker will be produced.

Select Continue. Go to Step 6.

Depending on the responses given during the interview, the Job Seeker Snapshot result may recommend referral to one of the following:

• Skills for Education and Employment (SEE)
• Adult Migrant English Program (AMEP)
• Specialist officers and other internal supports for customers

Did the Job Seeker Snapshot outcome recommend a referral to AMEP or SEE?

• Yes, then Based on the interview and/or your observation, Does this job seeker require a referral to SEE? field will default to Yes and cannot be changed. An MFU will auto-create and will display as an action item in the Participation Summary screen
• No, the Service Officer can choose to select either Yes or No in the Based on the interview and/or your observation, Does this job seeker require a referral to SEE ? field
• If Yes is selected, the system will auto-create an MFU and this will display as an action item in the Participation Summary screen
• If No is selected, select Continue to finalise the workflow

During the Job Seeker Snapshot interview if the job seeker reported 'family and domestic violence' or 'family grief/trauma', the workflow will enable the Service Officer to refer the job seeker to a Services Australia Specialist Officer for an assessment. Do not refer the customer if they have already been assessed for the same or similar issue.

The workflow will also recommend a referral to the social worker if the job seeker has been identified as being a Vulnerable Youth (Student).

Select Continue to finalise the workflow.

See Determining when an Employment Services Assessment (ESAt) is required.